Social Media & Reputation Specialist

Company: TurFresh Reports to: Growth Operations Manager Type: Full-time Location: Remote, with working overlap with U.S. Pacific Time business hours Compensation: to be defined About TurFresh TurFresh is a professional artificial turf cleaning and pet odor removal company serving homeowners and businesses in 22 U.S. metro areas, with more than 150,000 jobs completed. Customers find us on Google, on social media and through reviews, and they trust us when they see real work from real technicians. The role You are TurFresh's voice in public. You run our social channels as a community manager: you write the posts, talk with our community, listen to what people say about us and our category, and own our reputation on review sites. Strong writing is at the core of this job. TurFresh already has graphic design and creative resources, so this is not a design role. You brief them on what you need, and you can make basic edits yourself when it's faster (crop, resize, change text on a template, trim a clip). You work alongside AI agents that draft calendars, captions and review replies, and your judgment decides what goes live. This is a hands-on seat: you will be in the tools every day. What you'll do Own reviews and reputation Respond to every review on Google Business Profile, Yelp and Birdseye within 48 hours, in a voice that sounds human and local. Use approved guidelines and AI-drafted replies that you review and edit. Handle negative reviews and public complaints with care: acknowledge, take the conversation offline and escalate to Customer Service for resolution. A public reply never replaces fixing the customer's problem. Write and maintain our review response guidelines: tone, replies by scenario, what never to say and when to escalate. Work with Customer Service on review generation, so more happy customers leave a review after a job. Track rating, review volume, response rate and recurring themes by location; flag at-risk locations and brand risks early. Profile data, NAP, categories and citations stay with our SEO and Local SEO team. Build and manage the community Answer comments, DMs and mentions on our channels with a consistent, helpful voice. Monitor conversations about TurFresh, competitors and turf care in local groups, Reddit and review sites, and join them when it helps. Route every sales or service inquiry to our Customer Service team in GoHighLevel and confirm it was received. Send a weekly listening digest: recurring questions, objections, complaints, competitor moves and content ideas. Write and run the channels Turn the content pillars set by our Content & Campaign Strategist into a weekly channel calendar: formats, series and timing. Write the posts: hooks, captions, story text and calls to action, adapted to each channel's tone. Brief our creative resources on the visuals you need and make basic edits yourself when it's faster. Coordinate field capture with our technicians shot lists, what to film and how to send it. Schedule and publish in GoHighLevel Social Planner (Instagram, Facebook, TikTok, YouTube); verify every post is live, links work and UTM tags are in place. Fix publishing issues or escalate them with evidence. Work with AI agents and measure Review and approve agent outputs (calendar drafts, caption variations, reply drafts, weekly reports) and improve prompts, brand voice rules and the prompt library. Report weekly on what was published and what performed, with organic and paid separate, tracked clicks and inquiries handed to Sales. Propose and run copy and format tests, and record what you learn. What you bring 3+ years managing social media and online communities for a brand or agency, ideally in home services, local services or multi-location businesses. Excellent written English: clear, warm, persuasive copy with a natural tone for U.S. homeowners. This is the most important skill for the role. Proven community management: you have grown engagement and kept a busy inbox of comments and DMs under control. Reputation management experience: responding to reviews at scale on Google Business Profile, Yelp or Birdseye, with sound judgment on negative reviews and public complaints. Multi-location experience is a plus. Social listening experience, using native tools or platforms such as Sprout Social or Brand24. Results you can show with numbers: channels you grew and posts that performed. Basic visual editing (Canva, CapCut or similar) to adjust templates and trim clips. You don't need to be a designer. Comfort using AI as a drafting partner while keeping quality, accuracy and brand judgment your own. Organized and self-directed: you close the loop on your own work and escalate early, with a recommendation. Nice to have Experience with GoHighLevel Birdseye or another review management platform Experience writing ad copy for Meta UGC and creator-style content experience with pet-owner audiences What success looks like in the first 90 days Days 1–30: access to every channel a